Troubleshooting IDM workflows

Use this information to troubleshoot the Document Management integration with SyteLine.

When you first try to generate a report that sends a document from SyteLine to Document Management, if the document does not appear in Document Management, check for the following:

  • Verify the setup:
    • Verify that the prerequisites were completed. See Prerequisites for IDM integration.
    • Verify that you are printing, not just previewing, the report in SyteLine.
    • Verify that the document is activated on the IDM Document Workflows form. See Activating the IDM workflows in the ERP.
    • Verify that the Document Management connection set up properly on the External App Parameters form.

      If the connection information is not provided, log a support ticket for the form to be completed by the Infor Cloud team.

    • Verify that the document was not printed using the IDM Enterprise Printer. Any document printed using this IDM Print Server will not go through the IDM Workflow process and cannot be bundled in Document Management.
    • After you generate one of the reports that sends a document to IDM, open the Background Task History form and ensure that the background task has completed successfully. Also, verify that the name of the task in the Background Task History form matches the task name that is defined on the IDM Document Workflows form.
    • Open the Event Queue form to see if there are entries for TaskPostPerform.

      If there are entries, and the Times Attempted value is 0, then contact Infor and ask them to ensure that the Infor Framework Event Service is running and monitoring your configuration.

      If there are entries, but the Times Attempted value is less than 0, then check the Event Status or Event Handler Status forms for a failure message related to the TaskPostPerform event.

    • Check the Event Status and Event Handler Status forms for any errors for the TaskPostPerform event. Check the Actions tab on the handler status record. If the last successful sequence was 200, then it succeeded.

      If, however, it finished on 110 or 120, then there was a problem sending the document over. Check the logs in Document Management for any errors. (If you need assistance with the logs, create a support incident against the Infor Document Management product line.) Also check the Event Status record's Output Parameters tab. Look for an ErrorMsg value. If there is a value, and it says 401 - Unauthorized (you might need to paste it in Notepad to see the entire contents), ensure that these are all true:

      • You can successfully click Verify on the External App Parameters form.
      • The current user has the IDM - User security role.
      • In the IDM OAuth Credentials Setup page, IDM-User is selected.

      If all of those are true, try to renew the OAuthkey. See the attachment to KB article 1971841, which describes the renewal process. Validate that Enable Token Authentication and Enable Impersonation are both selected. Copy the new credentials. Return to the External App Parameters form and enter the new credentials. Then click Validate again.

  • If users have report options defined for any of the reports that are used in active workflows, go to the Report Options form in SyteLine, and ensure that the Output Directory shown for the report is the same as what is provided by the Cloud team (usually in the first row of the form).
  • If a document cannot be inserted into Document Management, an error message is sent to the user who generated the document in SyteLine. The user can then attempt to manually attach the document into Document Management, using the appropriate document type and attributes. However, if the error occurred because the user does not have the appropriate role assigned in Document Management, then the user cannot insert the document into Document Management. In that case, you must ensure that the ACL in Document Management has the appropriate roles assigned to the document type, and that the user is a member of one of those roles in SyteLine and Infor Ming.le (IFS).
  • If a user prints a range of records in a report form, the records will be generated either in one PDF or in individual PDFs, depending on how the user's Document Profile is set up in SyteLine.

    If the form has an associated IDM workflow, and the starting and ending values in any of the ranges are not the same (that is, more than one record is generated), then none of the records in the range are sent to Document Management as documents. If SyteLine allowed you to send a PDF containing multiple records to Document Management, it would not be possible to associate each of the records in the PDF with the correct record in the form.

    In addition, the IDM Document Workflow Log will inform you of this condition. For example, if you specify a range of purchase orders to print, the Event Handler Status form’s Result message will indicate Success (because the range of POs were successfully printed) but will refer you to the IDM Document Workflow Log for additional information. In the IDM Document Workflow Log form, you see an indicator that the starting range number was not equal to the ending range number (for example, PO0000315 <> PO0000320). This tells you that the documents were not inserted into Document Management.